Service Terms & Customer Agreement

Terms of Service

Last Updated: May 5, 2026

Simple Summary

These Terms explain how AwakeHost provides hosting, VPS, domain, and related services, and what customers can expect from us. They also explain customer responsibilities, billing rules, service use, cancellations, and how we handle situations that may affect account security or network reliability.

1. Agreement Overview

AwakeHost provides web hosting, VPS hosting, domain-related services, managed services, and other related online services. These Terms help define the relationship between AwakeHost and the customer using those services.

If you use AwakeHost services on behalf of a company, organization, or another person, you confirm that you are authorized to manage the service and accept these Terms for that account.

2. Account Registration

To use certain services, customers may need to create an account and provide accurate contact, billing, and service information.

• Account details should be accurate and kept up to date.
• Customers are responsible for keeping login details secure.
• If unauthorized access is suspected, customers should contact AwakeHost support as soon as possible.
• AwakeHost may request verification where needed for security, billing, fraud prevention, or compliance reasons.

3. Services We Provide

AwakeHost may provide services including, but not limited to:

• Shared web hosting
• WordPress hosting
• VPS hosting
• Managed hosting services
• Reseller hosting
• Domain registration, transfer, and renewal services
• SSL, email, DNS, migration, and support-related services

Service features, resources, limits, pricing, renewal terms, and availability may vary by plan, location, configuration, and provider availability.

4. Customer Responsibilities

Customers are responsible for how their account, websites, applications, servers, email accounts, files, databases, and users are managed.

Customers should use services in a lawful, safe, and responsible way. This includes:

• Keeping websites, CMS platforms, plugins, themes, and applications updated.
• Using strong passwords and protecting account credentials.
• Maintaining their own copies of important files, databases, emails, and configurations.
• Ensuring hosted content and activity comply with applicable laws.
• Responding to support, abuse, billing, or verification requests when action is required.

5. Acceptable Use

AwakeHost services should not be used for activity that may harm other users, networks, systems, recipients, or the reputation of AwakeHost infrastructure.

The following activities are not permitted:

• Illegal, harmful, fraudulent, or deceptive activity.
• Spam, unsolicited bulk messaging, phishing, or abusive email activity.
• Malware, botnets, command-and-control activity, or harmful scripts.
• Unauthorized access, scanning, intrusion attempts, or network attacks.
• Copyright or trademark infringement.
• Activity that causes repeated abuse complaints, blacklisting, or network disruption.
• Use of services in a way that significantly affects the stability or performance of other customers.

More detailed email and spam rules are available in our Anti-Spam Policy.

6. Orders, Billing & Payments

Prices, billing cycles, setup fees, renewal dates, taxes, and available payment methods are shown during checkout or inside the client area.

• Services are usually activated after successful payment and order review.
• Some orders may require manual verification before activation.
• Invoices should be paid before the due date to avoid service interruption.
• Renewal reminders may be sent by email or shown inside the client area.
• Customers are responsible for keeping billing and contact information up to date.

If a payment is reversed, disputed, rejected, or flagged for review, AwakeHost may place the related service or account on hold while the matter is reviewed.

7. Renewals, Late Payments & Expiry

Services may renew automatically or manually depending on the service type, billing setup, and payment method selected.

• If renewal payment is not received, services may be suspended, restricted, or allowed to expire.
• Expired services may become unavailable and data may be removed after the applicable retention period.
• Domain names may follow registry-specific expiry, redemption, and restoration rules.
• Restoring an expired service may require payment of outstanding invoices, restoration fees, or provider charges.

To avoid interruption, customers should renew services before the due date and make sure payment methods remain valid.

8. Cancellations & Refunds

Customers may request cancellation through the client area or by contacting support where applicable.

• Cancellation requests should be submitted before the renewal date to avoid future billing.
• Refund eligibility depends on the service type, reason for the request, usage, and the Refund Policy.
• Domain registrations, renewals, transfers, redemption fees, certain licenses, setup fees, and third-party charges are usually non-refundable once processed.
• Refunds, where approved, are normally returned to the original payment method where possible.

Please review our Refund Policy for more detailed refund conditions.

9. Domain Services

Domain services are provided through domain registries and registrar partners. Domain availability, pricing, renewal rules, transfer rules, redemption periods, and ownership requirements may depend on the domain extension and applicable registry rules.

• Customers are responsible for keeping registrant contact details accurate.
• A domain is not guaranteed until registration is successfully completed and confirmed.
• Domain renewals should be completed before expiry to avoid service interruption or loss of the domain.
• Domain-related fees may be non-refundable once processed by the registry or registrar.

Some domain actions may require identity, ownership, or contact verification.

10. VPS, Cloud & Infrastructure Services

VPS, cloud, and infrastructure services may be delivered using data centers, network carriers, cloud platforms, and other infrastructure partners.

Customers using VPS or server-based services are responsible for managing the operating system, software, security updates, firewall rules, backups, hosted content, and server activity unless a managed service has been specifically purchased.

• Some ports, features, regions, operating systems, or add-ons may be restricted or unavailable depending on provider rules or abuse-prevention measures.
• Outbound SMTP or Port 25 access may be limited, reviewed, or unavailable on some services.
• IP addresses, network routes, and locations may change when required for operational, security, or provider-related reasons.
• Activities that affect network stability or IP reputation may require review or service restrictions.

11. Backups & Data

Customers should keep their own independent backups of websites, files, databases, emails, configurations, and other important data.

Where AwakeHost offers backups as part of a service or add-on, backups are provided as a convenience and should not be treated as the only copy of important data.

Data may be removed after cancellation, expiry, suspension, termination, migration, or non-payment according to the service type and retention process.

12. Support

AwakeHost provides support through available support channels such as tickets, email, live chat, or the client area.

• Support availability and response times may vary by service type, workload, issue complexity, and priority.
• Managed and unmanaged services may include different support scopes.
• AwakeHost may request login details, screenshots, error logs, or other information to help investigate an issue.
• Custom development, third-party application fixes, malware cleanup, advanced administration, or external service troubleshooting may be outside standard support unless included in the plan.

Customers are encouraged to use the client area for account-related support so that requests can be verified and handled securely.

13. Service Availability

AwakeHost works to provide stable and reliable services. However, online services can be affected by maintenance, software issues, hardware faults, network events, security incidents, upstream provider issues, customer-side configuration, or events outside reasonable control.

Planned maintenance may be performed to improve security, performance, and reliability. Where practical, AwakeHost may provide notice for scheduled maintenance that is expected to cause service interruption.

14. Service Restrictions, Suspension & Termination

AwakeHost may restrict, suspend, or terminate a service when necessary to protect customers, infrastructure, payment security, legal compliance, or network reputation.

Examples may include:

• Non-payment or unresolved billing issues.
• Abuse reports, spam, phishing, malware, or network attacks.
• Compromised websites, accounts, scripts, mailboxes, or servers.
• Activity that affects other customers or service stability.
• Verification, fraud prevention, chargeback, or payment review concerns.
• Requests from data centers, registrars, infrastructure providers, payment processors, or legal authorities.

Where practical, AwakeHost will try to notify the customer and provide an opportunity to resolve the issue. Immediate action may be required where there is a serious risk to customers, systems, networks, legal compliance, or service reputation.

15. Third-Party Providers & Partner Services

Some AwakeHost services rely on third-party providers, including infrastructure providers, data centers, domain registrars, software vendors, control panel providers, payment processors, fraud-prevention systems, email delivery tools, and support platforms.

These third-party services may have their own rules, technical limits, availability conditions, acceptable use standards, and compliance requirements. Customer services may be affected if a third-party provider changes, restricts, suspends, or discontinues part of its service.

16. Privacy & Data Protection

AwakeHost handles personal information in line with its Privacy Policy. Customer data may be processed for account management, billing, support, security, fraud prevention, service delivery, and compliance-related purposes.

Customers who use AwakeHost services to collect or process personal data are responsible for ensuring their own websites, applications, privacy notices, and data-handling practices comply with applicable privacy requirements.

17. Limitations & Fair Use of Terms

AwakeHost aims to provide reliable services with reasonable care and skill. However, services may sometimes be affected by factors outside our direct control, including third-party provider issues, internet routing, software bugs, cyber incidents, customer-side configuration, or force majeure events.

To the extent permitted by applicable law, AwakeHost is not responsible for indirect losses, loss of profit, loss of business opportunity, loss of goodwill, or losses caused by customer-side configuration, third-party services, unsupported software, or failure to maintain backups.

Nothing in these Terms is intended to limit rights or responsibilities that cannot be limited under applicable law.

18. Changes to Services or Terms

AwakeHost may update services, features, pricing, technical limits, support scope, or these Terms from time to time.

When these Terms are updated, the “Last Updated” date on this page will be revised. Continued use of AwakeHost services after updates means the latest version applies.

19. Governing Law

These Terms are intended to be governed by the laws of the United Kingdom, unless another rule applies due to the customer’s location, consumer rights, or applicable mandatory law.

20. Contact Information

Questions about these Terms, billing, service use, or account matters may be sent to AwakeHost through the client area or by email.

Existing customers should use the client area where possible so account-related requests can be verified securely.